System and method for automated debiting and settling of financial transactions

ABSTRACT

A method and system for automated settlement and on-line debiting of a financial transaction, such as an emergency-cash transaction, is provided. A bank customer enters a foreign-branch bank and indicates a need for emergency cash. The customer is given a telephone by which the customer communicates with an interactive-voice response system in the customer&#39;s language. The system bridges the customer with the customer&#39;s home bank, which approves the requested emergency cash. A network in communication with the voice response system and with the issuer automatically initiates an on-line debiting of an account of the customer. The network also initiates and carries out settlement between the acquirer and the issuer by way of settlement accounts.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a continuation of pending U.S. patent applicationSer. No. 12/081,493, filed Apr. 16, 2008, which is a continuation ofU.S. patent application Ser. No. 09/387,381, filed Sep. 2, 1999, whichclaims the benefit of U.S. Provisional Application No. 60/098,995 filedSep. 2, 1998, each of which is incorporated herein by this reference.

FIELD OF THE INVENTION

This invention relates to automated financial transactions using aninteractive voice response (IVR) system. More particularly, the presentinvention relates to an automated system for debiting and settlingemergency cash transactions.

BACKGROUND

Assistance in language translation is required when a traveling bankcustomer who lost or misplaced the customer's debit card is unable tocommunicate with the staff of a branch bank in a foreign country. Manualemergency-cash procedures, for example the maintenance of a list of bankpersonnel with foreign-language skills, have several complications. Someof these complications are described in U.S. Pat. No. 5,794,218 toJennings et al (“the '218 patent”), which is incorporated by referenceherein. Accordingly, it is advantageous to employ an automatedmultilingual interactive system and method to perform financialtransactions, such as the system and method disclosed in the '218patent. The '218 patent discloses a system and method for allowingtelephone-based interactive performance of financial transaction inmultiple languages.

One complication in performing a financial transaction with anautomated, multilingual interactive-system is the handling of the debitand the settlement associated with the transaction. Once the transactionis authorized and the customer receives the requested currency, thedebit must be forwarded to the appropriate business, or issuer, andlogged. Moreover, the transaction must be settled by, for example,transferring funds to complete the transaction from the issuer to thelocal acquirer. Manual forwarding, logging, and settling can give riseto several complications. For example, manual forwarding, logging, andsettling can give rise to delay. As the foreign-exchange rate sometimesfluctuates a great deal, delay can impact the transaction. As anotherexample, manual forwarding, logging, and settling can give rise toadministrative errors, such as data-entry errors. As another example,manual forwarding, logging, and settling is costly, in that it requiresthe use of trained employees, sometimes including employees withforeign-language skills, to administrate the process.

SUMMARY OF THE INVENTION

It is a feature and advantage of the present invention to provide amethod and system for automated settlement including interactive voiceresponse (IVR).

It is an additional feature and advantage of the present invention toprovide a method and system for automated settlement and on-line debitwith interactive voice response useful, for example, in anemergency-cash situation.

It is also a feature and advantage of the present invention to provide amethod and system for reducing the delay associated with manualforwarding, logging, debiting, and settling.

It is a further feature and advantage of the present invention toprovide a method and system for otherwise reducing the amount of timerequired to complete a transaction such as an emergency-cash transactionby using automatic procedures and automatic communication.

It is a further feature and advantage of the present invention toprovide a method and system that lessens the impact that fluctuations inthe foreign-exchange rate might have on the cost of transactions such asan emergency-cash transaction.

It is a further feature and advantage of the present invention toprovide a method and system for reducing administrative errors, such asdata-entry errors, occurring in transactions such as emergency-cashtransactions.

It is still a further feature and advantage of the present invention toreduce the labor cost associated with transactions such asemergency-cash by reducing the number of trained employees, includingemployees with foreign-language skills, to administrate the transaction.

It is a further feature and advantage of the present invention toprovide an automated emergency-cash (EC) system and method.

It is a still further feature and advantage of the present invention toprovide a method and system for automating the emergency-cash proceduresin order to reduce session time and increase customer satisfaction.

It is a further feature and advantage of the present invention toprovide a system and method for automating processes such ascustomer-account debits and settlement of funds between acquiring andissuing businesses (e.g., the business issuing the debit card of thecustomer) in emergency cash transactions, which enhances the customerexperience and contributes to the reduction of staff time servicingemergency cash transactions.

It is also a feature and advantage of the present invention to provide asystem and method that uses existing communication interface standardsto carry out transactions and communication.

It is a further feature and advantage of the present invention toprovide a system and method that can employ conventional routingmechanisms for authorization, conventional settlement and funds movementmechanisms, and conventional reporting mechanisms for reconciliation inorder to facilitate use of embodiments of the present invention.

To achieve the stated and other features, advantages, and objects, anembodiment of the present invention provides numerous benefits to bankcustomers, such as help with emergency cash in a familiar language whiletraveling, easy-to-use interface, faster service than manual procedures,automated and full information disclosure (such as amount in local andhome currency, and applicable foreign exchange rate), greater comfortand feeling of transaction control by using home language, and globalavailability. An embodiment of the present invention also has manyfeatures, advantages, and objects that benefit the home bank, such ascustomer loyalty as a result of providing helpful and efficientemergency-cash procedures, time savings over manual procedures (up to50-70% per transaction), reduced telephone-number requirements,automated audit trail, no or little additional equipment needed atforeign branch or home bank compared with conventional systems,automated foreign exchange rate inquiries and application, on-line debitand settlement (within 24 hours), and minimal staff training necessaryto use.

An embodiment of the present invention provides a telephone-basedinteractive voice response (IVR) system designed to assist the travelingcustomers and home bank staff in the entire emergency cash (EC) process.It provides automation of the customer account debit, foreign exchangerates, and settlement between businesses. It also provides choice oflanguages to remove potential communication barrier between the customerand branch staff, between foreign branch staff and customer's home bank,and between customer and the home bank. The invention further providesscripted menus which guide the customer and staff through the EC processthereby saving time and providing an audit trail of the transaction.

An embodiment of the present invention provides a method and systemwhereby the system can solicit commands and interact with the foreignbranch staff, the customer, and the home bank in the language of choicefor the customer and for the foreign branch staff. It acts as anintermediary which can converse and assist in the language of each partyinvolved, and provides a telephonic bridge between the customer andstaff at a branch and the home bank. Once a customer is identified, thehome bank can authorize the dispensing of emergency cash to the customerat a foreign branch bank. The system records the transaction andcommunicates authorization to the foreign branch bank to dispense theemergency cash. Moreover, the present invention provides a method andsystem whereby once a transaction is authorized, the system will performan on-line transaction which will debit the customer's account, andelectronically move the money from the issuing business to the acquiringbusiness.

A method for automated settlement of a financial transaction accordingto an embodiment of the present invention includes receivingidentification of a currency-dispensing entity, receiving identificationof a caller language, receiving identification of a caller, bridgingsaid caller to a home bank, receiving a request for a financialtransaction, said transaction comprising the dispensing of currency bysaid currency-dispensing entity to said caller, communicating with saidcaller in the caller's language, calculating an amount of currencyapproved for dispensing to said caller, communicating to acurrency-dispensing entity the amount of currency approved fordispensing to said caller in the language associated with thecurrency-dispensing entity, and automatically initiating a settlement ofsaid transaction. A method for automated settlement of a financialtransaction according to the present invention may also include othersteps, including automatically initiating on-line debit of said caller'saccount and automatically accessing foreign-exchange rates.

A method according to an embodiment of the present invention may be anemergency-cash transaction, and the identification of a caller'slanguage may be received telephonically and comprise a DTMF signal.Communicating with the caller or with the currency-dispensing entity maybe done with an automatic voice. Automatically initiating a settlementof the transaction includes, for example, communicating with thecurrency-dispensing entity and with an issuer. Also, automaticallyinitiating on-line debit of the caller's account includes, for example,forwarding a debit message to an issuer, and automatically initiating asettlement of the transaction includes, for example, communicating withan account, such as a settlement account or international settlementaccount. The Shared Central Network may both initiate and carry outsettlement of the transaction(s) by using, for example, settlementaccounts associated with the issuer and acquirer.

In an embodiment of the present invention, the Shared Central Networkincludes, for example, an international account network or an automatedclearinghouse network or automated clearinghouse function. In anembodiment of the present invention, the issuer includes, for example, abusiness unit of the home bank, and the debit message is, for example, acash withdrawal message.

In a method according to an embodiment of the present invention,additional aspects include, for example, communicating the availabilityof the issuer and logging the transaction, such as logging theidentification of the issuer and the identification of thecurrency-dispensing entity in a database.

In an embodiment of the present invention, automatically initiating asettlement of the transaction includes, for example, automaticallyinitiating movement of funds between the issuer and thecurrency-dispensing entity, such as an acquirer.

In an embodiment of the present invention, systems for automatedsettlement of a financial transaction include, for example, the meansfor carrying out the above-mentioned method and others. Moreover,systems according to an embodiment of the present invention include, forexample, an IVR system comprising scripts in at least two languages, acentral network in communication with the IVR system, an issuer incommunication with the central network, a foreign acquirer incommunication with the IVR system, a home bank in communication with theIVR system, an account, such as a settlement account, in communicationwith the central network, and a database that is in communication withthe central network and has data related to financial transactionsoccurring over a pre-defined time period. The central networkautomatically initiates settlement of at least one emergency cashtransaction. The system usually includes at least two settlementaccounts, one for the acquirer (or currency-dispensing entity) and onefor the issuer.

Systems according to an embodiment of the present inventions, forexample, a database in which issuer data and acquirer data for at leastone emergency cash transaction is stored. Moreover, the Shared CentralNetwork includes, or is in communication with, at least oneinternational settlement account, e.g., a STAAR Account, and the CentralNetwork can include an automated clearinghouse network or feature.

A system for automated settlement of a financial transaction accordingto an embodiment of the present invention includes, for example, acurrency-dispensing entity identifier in communication with acurrency-dispensing entity, a caller language identifier incommunication with a caller, a caller identifier, a call bridgeprocessor, including a telephonic bridge for currency-dispensing entityand a home bank, a financial transaction request receiver, whichtransaction comprises the dispensing of currency by thecurrency-dispensing entity to the caller, a caller communicator havingcaller-language communicator, an approved-currency calculator comprisingdata reflecting the amount of currency approved for dispensing to thecaller, an approved-currency communicator comprising automatic voicedata in the language associated with the currency-dispensing entityreflecting the amount of currency approved for dispensing to the caller,and an automatic transaction settlement initiator.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is an overview block diagram of an example of the integratedcomponents and communication links of a financial transaction processingsystem for an embodiment of the present invention.

FIG. 2 is a sample processing flow diagram for a foreign branch bank andits staff for an embodiment of the present invention.

FIG. 3A is a sample processing flow diagram for an IVR System for anembodiment of the present invention.

FIG. 3B is a continuation of the sample processing flow diagram in FIG.3A.

FIG. 3C is a continuation of the sample processing flow diagram in FIG.3A and FIG. 3B.

FIG. 4 is a sample processing flow diagram for a home-bank customer in aforeign country using an embodiment of the present invention.

FIG. 5A is a sample processing flow diagram for a home bank and itsstaff for an embodiment of the present invention.

FIG. 5B is a continuation of the sample processing flow diagram of FIG.5A.

FIG. 6 is a sample processing flow diagram for a Shared Central Networkfor an embodiment of the present invention.

FIG. 7 is an overview block diagram of sample messaging flow among anIVR System, Shared Central Network, and Issuing Business Entity of aHome Bank for an embodiment of the present invention.

FIG. 8 is a table showing information about sample messages generated bythe IVR System for an embodiment of the present invention.

FIG. 9A is a table of sample information related to an 0200 FinancialTransaction Request message for an embodiment of the present invention.

FIG. 9B is a continuation of the table shown in FIG. 9A.

FIG. 9C is a continuation of the table shown in FIGS. 9A and 9B.

FIG. 10A is a table of sample information related to an 0210 FinancialTransaction Response message for an embodiment of the present invention.

FIG. 10B is a continuation of the table shown in FIG. 10A.

FIG. 10C is a continuation of the table shown in FIGS. 10A and 10B.

FIG. 11A is a table of sample information related to an 0420 AcquirerReversal Advice message for an embodiment of the present invention.

FIG. 11B is a continuation of the table shown in FIG. 11A.

FIG. 12 is a table of sample information related to an 0430 AcquirerReversal Response message for an embodiment of the present invention,generated in response to an 0420 message.

FIG. 13 is a table of sample information showing sample content of anISO 0200 message for an embodiment of the present invention.

FIG. 14A is a table of sample response code definitions comprisingexpected response codes for particular messages for an embodiment of thepresent invention.

FIG. 14B is a continuation of the table shown in FIG. 14A.

FIG. 14C is a continuation of the table shown in FIGS. 14A and 14B.

FIG. 14D is a continuation of the table shown in FIGS. 14A, 14B, and14C.

DETAILED DESCRIPTION

The system depicted in FIG. 1 shows an embodiment of the presentinvention. With reference to FIG. 1 and FIGS. 2-6, which show sampleprocess steps comprising an embodiment of the present invention, adetailed description of the preferred embodiment of the invention isdescribed herein.

FIG. 1 shows a telephone 14 accessible to at least one staff member 12of a foreign branch bank 8 and to a home bank customer 10 present in thebranch bank 8, an IVR (Interactive Voice Response) System 16, a database17 associated with the IVR System 16, a telephone 18 accessible to astaff member 20 of a home bank 21, a Shared Central Network 22 andassociated database 23, and at least one home-bank business 24, whichincludes a front-end system. In the embodiment shown, the home-bankbusiness is the issuer of the debit card of the customer, and is theentity with which the customer maintains at least one customer account.FIG. 1 also shows accounts 26. The accounts 26 shown comprise settlementaccounts, or international settlement accounts, here called STAARaccounts. The accounts 26 shown include a settlement account for theforeign branch bank 8 (acquirer) and a settlement account for the homebank business (or issuer) 24. The accounts 26 may include accounts ofother participating business entities and institutions.

The shown home bank 21, IVR System 16, Shared Central Network 22,settlement accounts 26, and associated hardware, software, and personnelare present in the United States 4. The foreign branch bank 8 andassociated hardware and personnel, in addition to the home bank customer10, are present in Japan 6. At least one fax machine (not shown) ispresent at the foreign branch bank 8 and at least one at the home bank21, and the IVR System 16 is capable of sending facsimiles to those faxmachines. In other embodiments, the Shared Central Network 22 may havethe capability of sending facsimiles to those fax machines.

The IVR System 16 is an interactive-voice response system. Such systemsinclude automatic voice response units, voice response units, automaticresponse units, and network interactive voice response systems can alsobe used. The IVR System 16 preferably prompts and communicates using arecorded voice. Other embodiments may include synthesized voice. Theprompts and other communications result from pre-programmed scripts. TheIVR System 16 receives communication in the form of DTMF (dual tonemulti-frequency) or touch-tone. The IVR System may also receivecommunication in the form of spoken word if equipped withvoice-recognition means. Those of ordinary skill in the art are familiarwith such systems.

A customer 10 of a United States-based bank 21 (herein called the “homebank”) visiting a foreign country sometimes has a need for emergencycash in the currency of the foreign country. For example, the home bankcustomer's currency may have been stolen, or lost, and the customerneeds currency to purchase transportation back to the United States, topurchase food and accommodations, and to purchase other goods andservices.

With reference to FIG. 1, FIG. 2, and FIG. 4, the home bank customer 10enters a branch bank 8 in the foreign country 6 (for example, Japan).The customer 10 indicates 70 a need for emergency cash to foreign branchstaff 12, and indicates that the customer 10 is in a foreign country anddoes not speak the same language as the branch staff 12. For example,the customer 10 may speak enough Japanese to indicate to the foreignbranch staff that the customer 10 lost the customer's currency and isseeking assistance. In the embodiment shown, the currency-dispensingentity 8 is a foreign branch bank of the home bank 21, but embodimentsof the present invention include foreign branch banks which are branchesof banks other than the home bank, as well as other currency-dispensingentities institutions or entities.

Once the branch staff 12 receives and understands 30 an indication fromthe customer 10 that the customer 10 needs emergency cash, that thecustomer 10 is in a foreign country, and that the customer 10 does notspeak the same language spoken by the branch staff 12, the branch staff12 fills out an Emergency Cash Request Form (ECRF) 32. Subsequently, abranch staff member 12 calls an international emergency cash telephonenumber 34. The telephone number is associated with an IVR System 16 andan International Emergency Cash incoming telephone line associated withthe IVR System 16 in the customer's home bank country, the United States4.

Referring to FIGS. 3A, 3B, and 3C, the IVR System 16 answers theincoming call 108 and prompts the branch staff caller to enter a branchidentification number using touch-tone keypad 109. The IVR System 16will provide a pre-defined amount of time for the branch staff caller torespond, or to request additional time to respond, before timing out anddisconnecting. Time-outs are provided at all points in communicatingwith the IVR System 16, and, in the interest of clarity, time-outs willnot be mentioned herein at each point. The branch staff 110 callerenters the branch identification number using a touch-tone keypad 36.The IVR system 116 receives the touch-tone (DTMF) signals provided bythe branch staff 110, and authenticates the branch identification number111. Authentication may be accomplished by requesting a password orother code from the caller 111, and comparing the identification numberand password entered with the expected data stored in a database 17. Thedatabase 17 associated with the IVR System 16 includes business contactnames, telephone numbers, facsimile numbers, identification numbers, andpasswords of participating issuers, foreign branch banks, and otherinformation that will facilitate communication and operation of thesystem.

The emergency cash system preferably includes a global process toupdate, add, and delete the information kept in the database 17 onbranch and home bank telephone numbers, staff identification numbers,and related information. This process can either be manual, automatic,or both. Manual database update is made by an authorized operator at therequest of a business. The database 17 may automatically receive itsdata from other databases that maintain such information for a homebank, for example, and automatically integrate that data. Using abank-wide single source will help to ensure the integrity of the data.Automatic update is not a requirement, but is a preferred method ofupdating.

Once authentication 111 is completed, the IVR System 16 prompts thebranch staff caller to give the telephone to the customer 10 in need ofemergency cash 112. The staff member gives the telephone to therequesting customer 38, and waits or attends to other matters while therequesting customer communicates with the IVR system and with thecustomer's home bank 40.

The home bank customer 10 receives the telephone from the branch staff72. The IVR System 16 prompts the customer to identify the customer'slanguage and home bank using the touch-tone keypad 113. For example, theIVR System 16 will prompt the caller with a script reciting variouslanguages, and reciting the keypad number the caller should press if aparticular language is the caller's language. The prompting will takeplace in various languages. The IVR System 16 is programmed to supportmultiple languages to facilitate interface with foreign branch staff,the customer, and the home bank staff. The IVR System 16 supports atleast ten languages. The IVR System 16 offers at least two modes ofselection: selection immediately after a voice prompt or adirect-selection at any time. Such modes allow the user to skip the menuof choices when the language code is known. Other embodiments may offervoice-based selection (e.g., “Say one if . . . ”). In order to keep thenumber of language choices manageable, and the customer experiencesimple, the embodiment described offers only one generic version foreach language. It does not offer multiple versions of Spanish, forexample. The following ten languages are supported by the embodimentdescribed, chosen based of highest frequency users of emergency cash:English, Cantonese Chinese, Spanish, Mandarin Chinese, Portuguese,French, German, Greek, Japanese, and Arabic. Other embodiments of thepresent invention support further languages and multiple versions oflanguages.

The customer 10 receives prompting to identify the customer's languageand home bank using touch-tone keypad 74 from the IVR System, and doesso 76. The IVR System 16 receives touch-tone (DTMF) signals identifyingthe caller's language and home bank 114, and places the caller on hold116, 78.

The IVR System 16 stores telephone numbers associated with home banks ina database 17, and accesses that database to determine the correcttelephone number to call. The IVR System 16 calls the home bankidentified by the caller 118. Referring to FIG. 5A, staff member 20 ofthe home bank 21 answers the incoming telephone call associated withEmergency Cash Request and the IVR System 180. In one embodiment, theIVR System 16 accesses foreign exchange (FX) rates for the country fromwhich the incoming call originated and the caller's home-bank country,and will supply the FX rate to the customer 10 using automated voice. Inanother embodiment, the IVR System 16 will supply the FX rate to thehome bank using an automated voice 120. The system supports FX rateconversion for all currencies. The effective FX rate for eachemergency-cash transaction is set via an on-line query to the CentralNetwork 22 or to another supplier of current FX rates. Using on-lineaccess to current FX rates, and setting the rate for an emergency-cashtransaction, ensure that rates are the most current and protects againstsudden currency volatility. Of course, the home bank may chose to use anIVR-type system to communicate automatically with the IVR System 16 inplace of, or in addition to, the home-bank staff member 20.

Referring to FIG. 3A and FIG. 5A, after connecting with the home bankcalled, the IVR System 16 prompts the home-bank staff member 20answering the call for the staff member's staff identification number122. The staff member receives prompting for the answering staffmember's staff identification number 182, and provides an identificationnumber using a touch-tone pad 184. In one embodiment, the IVR System 16will authenticate the staff member's identification number by comparingthe number provided with a database of valid and expected numbers. Afterthe IVR System 16 receives a valid staff identification number, the IVRSystem 16 connects (or bridges) the staff member 20 with the requestingcustomer 10 previously on hold at the foreign branch bank 124. The staffmember 20 receives an indication that the staff member has beenconnected with the holding customer 186, and the holding customerreceives an indication that the customer has been connected with a staffmember of the customer's home bank 80. The IVR System waits while thehome bank staff member 20 interacts with the customer 10 to receiveindication from the home bank staff member that the staff member isready to proceed further 126.

The home bank staff member 20 prompts the customer 10 for the customer'sdebit number and other identifying and confirming information (e.g.,mother's maiden name) using the home-bank language 188. In otherembodiments, the customer's credit card and credit card number may beused. The customer receives the prompt for the customer's debit cardnumber and other identifying and confirming information (e.g., mother'smaiden name) 82, and orally communicates the requested information tothe staff member 84. In another embodiment, such information may becommunicated by using a touch-tone keypad. The home bank staff memberreceives the customer's debit card number and other identifying andconfirming information 190, and accesses the account associated with thedebit card number provided (e.g., a savings account, checking account,or other account) to confirm validity of identifying and confirminginformation 192. After the information provided is confirmed, and thecustomer authenticated, the staff member checks the customer's accountbalance 194 and accesses the current foreign exchange rate 196.

The staff member 20 then asks the customer 10 for the amount ofemergency cash needed (in customer-account currency or indispensing-branch currency) 198. The customer receives the prompt forthe amount of emergency cash needed 86, and communicates the amount ofemergency cash needed (in customer-account currency or indispensing-branch currency) 88. The system is designed to accommodatethe customer's communication of cash needed in either home-bank currencyor dispensing currency. The staff member receives the communication fromthe customer as to amount of emergency cash requested 200. The staffmember can receive the request in customer-account currency or indispensing-cash currency. The staff member has access to current foreignexchange rates, and can calculate or translate the currency amountsbetween the two standards for purposes of dispensing, determiningwhether the customer has a sufficient account balance, and otherpurposes.

In light of the customer's request, the staff member 20 calculates theamount of emergency cash approved for dispensing to customer 10, basedon the customer's account balance, maximum daily withdrawal, and otherfactors, and communicate the amount approved to the customer 202. Thecustomer receives communication of amount of emergency cash approved fordispensing to the customer 89, and is placed on hold by the staff member90, 204.

The home bank staff member 20 communicates to the IVR System 16 that thestaff member is ready to proceed 206. This may be done by inputting apre-designated code using a touch-tone keypad. The IVR System 16receives an indication that the home bank staff member is ready toproceed 127, and prompts the staff member 20 for amount of emergencycash that the staff member approved for dispensing to the customer 128.The staff member 20 receives the prompting from the IVR System 16 foramount of emergency cash that the staff member approved for dispensingto the customer 208, referring to FIG. 5B, and communicates to the IVRSystem 16 the amount of emergency cash the staff member 20 approved fordispensing to the customer 10 (in dispensing currency amount) using atouch-tone keypad 210. In this embodiment, the staff member 20communicates the amount of approved currency in the dispensing currencyamount. The IVR System 16 is capable of receiving the amount in thehome-bank currency amount and calculating the corresponding dispensingcurrency amount based on the IVR System's access to current foreignexchange rates.

The IVR System 16 receives touch-tone signals indicating the amount ofemergency cash that the staff member 20 approved for dispensing to thecustomer 130, and prompts the staff member a first time for thecustomer's debit card number 132. The staff member receives theprompting from the IVR System 16 for the customer's debit card number212, and communicates it to the IVR System 16 using a touch-tone keypad214. The IVR System 16 receives the touch-tone signals indicating thecustomer's debit card number 134, and prompts the staff member a secondtime for the customer's debit card number for confirmation 136. Thestaff member receives the second prompt 216 and communicates to the IVRSystem 16 the customer's debit card number using a touch-tone keypad asecond time 218, which the IVR System receives 138. The IVR System 16compares the touch-tone signals received in response to the first andsecond prompting for card number to confirm that the same number wasentered each time 140. In another embodiment (not shown), the IVR System16 compares the number received with a database to confirm that thenumber is a valid number.

If the same number was entered each time, the IVR System 16 prompts thestaff member 20 with an automatic-voice recitation of the amount ofemergency cash approved and card number, and asks the staff member toconfirm the data 142, which the staff member receives 220. The staffmember communicates confirmation to the IVR System 16 that the reciteddata is correct using a touch-tone keypad 222. Once the staff memberindicates that the recited transaction is correct, the IVR System placesthe staff member on hold 144, 224.

The IVR System 16 next communicates to the previously-holding customer10 that the customer should give the telephone back to the branch staff146. The IVR System 16 does so in the language previously selected bythe customer. The customer receives the communication that the customershould give the telephone back to the branch staff 92, does so 94, andwaits while the branch staff communicates with IVR System 96. Theforeign branch bank staff 12 receives the telephone back from thecustomer 42. The IVR System 16 communicates to the branch staff 12 thatthe home bank has approved dispensing the approved amount of currency(in dispensing currency amount) to the customer 44, 148. The IVR System16 uses the designated language of the branch bank to do so. The IVRSystem 16 then requests the foreign branch staff's approval of therecited dispensing in the designated language of the branch bank country46, 150. Next, the foreign branch bank staff member communicates thebranch bank's approval of the recited dispensing to the IVR System usingthe touch-tone keypad of the telephone 48, which the IVR System receives152.

Automatic on-line debit, e.g., automatic on-line debit of the customer'saccount, takes place in the embodiment shown once the IVR System 16receives the approval 152. On-line debit includes the process ofdebiting the customer's account once the emergency-cash transaction hasbeen approved. The system uses existing on-line messages sent to theissuer (e.g., issuer of the customer's debit card) front-end systems toaccomplish on-line automatic debiting of emergency cash transactions.The front-end system 24 comprises a computer system or network thatfacilitates communication with the issuing business, e.g., with theissuing business's back-end system, which carries out the debiting andsimilar computational functions. For example, in conventional ATMsystems, ATMs communicate with business front-ends to facilitatetransactions.

An issuing business has a finance system which considers requestedtransactions, and authorizes or denies the transactions. The financesystem communicates with the front-end system, which communicates withoutside systems, including, for example, the Shared Central Network 22.The front-end system may communicate transaction requests to the financesystem of the issuing business. In another embodiment, the transactionsare communicated to the business back-end system, or host system, forprocessing and permanent record.

In the shown embodiment, the issuer is a business unit associated withthe home bank. The issuer may be a home bank, third-party, or otherissuing entity. In one embodiment, the home bank of the answering staffmember 20 may be considered the issuer. Also, the acquirer may be anytype of currency-dispensing entity, including a bank, travel agency,wire transfer entity, store, airline, consulate, transportation company,or other type of body that may dispense cash.

After approval 152, the IVR System 16 signals the Shared Central Network22 to debit the appropriate account, which, in the embodiment shown, isthe customer account associated with the customer's debit card number.In the embodiment shown, the IVR System 16 generates a cash-withdrawalmessage and sends it to a Shared Central Network 22. The IVR System 16will normally be an acquirer from the Central Network's perspective. Inone embodiment, the IVR System 16 is a Processor Interface (PI) incommunication with the Central Network 22, and, in one embodiment, maybe physically included within the Central Network 22. In anotherembodiment, the Shared Central Network 22 may be replaced with acomputer or processor, shared or unshared, central or not central. TheNetwork 22, in turn, forwards the message to the issuer front-end, whichdebits the customer's account. This scheme minimizes the impact to thefront-end systems and works like a network ATM cash withdrawal. TheShared Central Network determines the issuer associated with thetransaction indicated by the cash-withdrawal message as indicated by thedebit card number of the customer indicated by the home branch staff.

Issuers (or businesses) that do not have a front-end system, and thosethat cannot accommodate the front-end changes necessary to interfacewith the IVR System 16 and/or Network 22 of the emergency cash systemdescribed herein, can still use, and/or become part of, the presentinvention and reap the benefits of automated business-to-business moneymovement and settlement using the invention. In one embodiment, the homebank staff 20 is instructed by the IVR System 16 to debit the customer'saccount in their 20 customary way (e.g., via their access terminals).This type of debiting is communicated to the IVR System 16 and CentralNetwork 22. The transaction is still visible to the IVR System 16 andthe Shared Network 22, and therefore such businesses can still benefitfrom the automation of funds movement and settlement.

With reference to FIG. 1 and FIG. 3B, after receiving indication of theforeign branch's approval 152, the IVR System initiates 154 an on-linedebit of the customer's account by communicating the requisite debitinginformation (e.g., account number, debit amount) in the form of a cashwithdrawal message to the Shared Central Network 22. On-line debit ofthe customer's account is implemented using ISO 8583 messages to theCentral Network 22 and Front-end 24 using the X.25 messaging protocol.The use of ISO 8583 messaging is described further below.

Referring to FIG. 6 and FIG. 3C, the Shared Central Network 22 receivesthe on-line debit message, including the requisite debiting information,from the IVR System 250. After the message is received, the SharedCentral Network 22 queries the front-end system associated with theaccount to be debited (i.e., the issuing front-end system) 24 todetermine if the front-end system 24 is available and acceptingcommunication from the IVR System 252. The IVR System 16 waits while theShared Central Network 22 determines if the issuing front-end system 24is available and is accepting communication from the IVR System 156. Thefront-end system 24 communicates its availability to the Shared CentralNetwork 22.

If the front-end system is not available or is not acceptingcommunication from the IVR system 16, the Shared Central Network 22communicates the unavailability to the IVR system 254. If the IVR System16 receives communication from the Shared Central Network 22 that theon-line debit of the customer's account cannot be achieved through theShared Central Network 22 due to the issuing front-end system'sunavailability, the IVR System 16 communicates to the home bank staffmember that the home bank staff member should debit the customer'saccount 160. The staff member receives telephonic communication from theIVR System that the home bank staff member should debit the customer'saccount 226, and initiates a debit of the customer's account 227. TheIVR System logs the transaction in a database as complete 162, anddisconnects all parties 164, 50, 228.

If the front-end system is available and accepting communication fromthe IVR System 16, the Shared Central Network 22 forwards the on-linedebit message received from the IVR System to the front-end system 256and waits for a response 258. The front-end system automaticallyinitiates a debit of the customer's account and sends a confirmingresponse to the Shared Central Network. The Shared Central Networkreceives a response from the front-end system 260, sends that responseto the IVR System 262, and logs the transaction in a database 264. TheIVR System receives the response forwarded by the Shared CentralNetwork, and telephonically communicates to the home bank staff 20 viaautomatic voice that the Shared Central Network will debit thecustomer's account 158. The home bank staff member 20 receivescommunication from the IVR System that the Shared Central Network willdebit the customer's account 226. The IVR System then logs thetransaction in a database as complete 162, and disconnects all parties164, 50, 228.

After the foreign branch staff member 12 receives a disconnectionindication from IVR System 16 and hangs up the telephone 50, the staffmember 12 asks the customer 10 to sign the Emergency Cash Request Form52. Once the customer signs the form and returns it to the bank staff54, 98, the foreign branch staff member 12 dispenses the recitedcurrency to the customer and files the form 56, 100.

The IVR System 16 transmits a facsimile to the home bank 21 and to thebranch bank 8 confirming the transaction 166. The home bank receives thefacsimile from the IVR System confirming the transaction 230, as doesthe foreign branch bank 58. This confirmation may be sent by mail,e-mail, or other method as well. In addition, the IVR Systemperiodically sends a summary to the home bank of all transactionscompleted using the IVR System by the customers of the home bank abroad168. It also periodically sends a summary to the home bank of alltransactions completed by the home bank for foreign customers 168.

The system also features automatic settlement. The settlement processbetween the issuing and acquiring businesses makes use of communicationsystems used by international ATM or debit card transactions globally.As shown in FIG. 1, the Shared Central Network 22 is in communicationwith the STAAR Accounts 26, which include a settlement account of thehome bank business 24 and a settlement account of the foreign branchbank 8. Of course, the Home Bank Business (Issuer) 24 has access to, andis in communication with, the settlement account 26 associated with thehome bank business, and the foreign branch bank 8 has access to, and isin communication with, the settlement account 26 associated with theforeign branch bank. Businesses, or issuers and acquirers, that wish tointerface with, or become part of, the system described herein establishaccounts, called international settlement accounts, or STAAR accounts,to facilitate international settlement. In an embodiment, the STAARaccounts of all participants in the system are maintained in onephysical location. The STAAR account facilitates settlement betweenparticipating acquirers and issuers by debiting and crediting the STAARaccounts associated with the acquirer and issuer associated with eachemergency-cash transaction carried out and recorded in the system asdescribed herein.

In furtherance of the automatic settlement aspect of the presentinvention, the Shared Central Network 22 carries out areconciled-statement function on behalf of all the businesses. Forexample, when a US home bank customer 10 in Japan 6 receives currencyfrom the foreign branch bank 8, the customer 10 receives money belongingto the foreign branch bank 8, and the branch bank 8 must be reimbursedfor servicing the US home bank customer in Japan. Thus, at the end ofthe day, the Shared Central Network 22 carries out the settlement of thetransaction by crediting and debiting, as appropriate, the settlementaccounts 26 associated with the US home bank issuer and the foreignbranch in Japan.

As described above, and in further detail by way of example below, theCentral Network 22 credits the amount owed to the foreign branch bank 8to the settlement account associated with the foreign branch bank 8, anddebits the amount owed to the settlement account associated with thehome bank issuing business. In an embodiment, the STAAR accounts 26 andthe Central Network 22 comprise a system used only by a home bank andits associated foreign branches to settle transactions between them. Inan embodiment, the accounts 26 comprise a set of business accounts forthe home bank and associated businesses, e.g., the home bank andassociated foreign branches.

In an embodiment described herein, the acquirer will dispense only asingle currency and settlement between businesses is in United Statesdollars. Embodiments may allow for dispensing of more than one currencyby the acquirer and of settlement between businesses using otherstandards.

In an embodiment described herein, the Shared Central Network 22 recordsin its associated database 23 the data necessary for the network 22 todebit and credit the appropriate settlement accounts 26 in carrying outautomatic settlement of the transactions recorded therein. The SharedCentral Network 22 shown comprises a centralized clearinghouse system orcentralized settlement system for settlement of transactions carried outthrough the IVR System 16. Such systems include systems having thesoftware necessary to calculate credits and debits, access the database23, and communicate with the appropriate settlement accounts 26. Othertypes of networks and communication means may be used to settletransactions within the present invention.

At the end of each business day, the Shared Central Network 22automatically initiates movement of funds between all logged acquirersand issuers for all logged emergency cash transactions occurring thatday, settling the debits through accounts, here comprising internationalsettlement accounts called STAAR accounts 26. The Shared Central Network22 accesses its database to determine all logged acquirers and issuers,and communicates with the settlement accounts 26 of the acquirers andissuers to complete settlement of that day's transactions.

For example, in the embodiment shown, the accounts 26 include asettlement account of the foreign branch bank 8 and a settlement accountof the home bank business 24. If a home bank business customer received$400 from the foreign branch 8 during an emergency-cash transaction thatday, the Shared Central Network 22 will have recorded the acquireridentification (the foreign branch bank identification), the issueridentification (the home bank business), and the amount of thetransaction ($400). At the end of the day, assuming that the foreignbranch had no other transactions relevant to the home bank business, theShared Central Network 22 will debit the settlement account (STAARaccount) of the home bank business in the amount of $400, and willcredit the settlement account (STAAR account) of the foreign branch bankin the amount of $400 in settlement of the day's transactions.

As another example, if, in addition to the $400 transaction describedabove, a second home bank business customer received $600 from theforeign branch 8 during an emergency-cash transaction that day, theShared Central Network 22 will have recorded the acquirer identification(the foreign branch bank identification), the issuer identification (thehome bank business), and the amount of the transaction ($600), inaddition to the transaction data related to the $400 transactiondescribed above. At the end of the day, assuming that the foreign branchhad no other transactions relevant to the home bank business, the SharedCentral Network 22 will debit the settlement account (STAAR account) ofthe home bank business in the amount of $1000, and will credit thesettlement account (STAAR account) of the foreign branch bank in theamount of $1000 in settlement of the day's transactions.

The foreign branch and the home bank business may have othertransactions that day. If, for example, the home bank business providescash (e.g., $350 in an ATM transaction or an emergency-cash transaction)to a customer of the foreign branch that same day as the $400 and $600transactions described above, the Shared Central Network 22 will includethe transaction in the automated settlement, and will debit thesettlement account (STAAR account) of the home bank business in theamount of $650, and will credit the settlement account (STAAR account)of the foreign branch bank in the amount of $650 in settlement of thatday's transactions.

Businesses participating in automated on-line account debit andsettlement of the described embodiment have the following features. Forautomated settlement, businesses are connected to the Shared Network 22and have a STAAR account for money movement. For automated on-lineaccount debit, businesses have a front-end system in communication withthe Network 22. Preferably, all businesses participating in theemergency cash program have front-end systems in communication with theNetwork 22. Automated on-line account debit is similar to acash-withdrawal transaction and requires that the front-end systemrecognize a cash-withdrawal message from the Network 22. As discussedabove, businesses may participate in emergency cash procedures without afront-end system, and their customer's account is debited through thehome bank staff when facilitating an emergency cash transaction. Inother words, the home bank staff is instructed by the IVR System todebit the customer's account in the customary way.

In one embodiment, the Shared Network 22 receives confirmation ofsettlement from the server(s) hosting the Accounts 26. The SharedNetwork 22 logs this confirmation of settlement in this database 23.

The Shared Central Network 22 generates settlement reports showing theIVR System transactions separate from other transactions (e.g., separatefrom ATM transactions) 268. As an example, in one embodiment, the systemprovides a separate settlement report for the acquiring entity brokenout by a pseudo terminal value that the acquiring entity would associatewith emergency cash transactions. On the issuing side of theemergency-cash system, reporting of settlement of such transactions iscommingled with regular ATM transactions, and an additional identifierwill be added to the reports to indicate the transaction was anemergency cash transaction.

The Shared Central Network 22 then sends the settlement reports to allacquirers, all issuers, and all associated businesses 270. The reportsare received by, for example, the home bank 232 and the foreign branchbank 60 in the transaction described above.

Moreover, the Shared Central Network 22 stores in its database 23information (or a transaction log) about each emergency-cash transactioncarried out. Preferably, transaction information is kept for thirty-sixmonths. The transaction-log data that is more than thirty-six months oldis removed from the system and archived (data removal and archival maybe subject to business or legal/regulatory requirements). Thisinformation may be stored in a database 17 associated with the IVRSystem 16 as well, or in the alternative.

Storage of emergency-cash transaction information in a database 23facilitates management information system reports. The Shared CentralNetwork 22 stores all available information about each emergency-cashtransaction in its database 23. The Shared Central Network 22 includes acomputer capable of managing the requisite data, calculating desiredresults, and providing reports (this data management and reportingfunction may be carried out in the IVR System 16 or in another locationincluding a computer). The Network 22 reports global usage of emergencycash transactions using the transaction data stored in its database(comprising, e.g., acquirer identification, issuer identification, andamount of transaction). For example, the Network 22 stores the countrycode associated with each emergency cash transaction, and can generate areport setting out the number of transactions occurring in each countryfor a selected period of time. In another embodiment, the IVR System 16carries out the above-described storing of transaction data in adatabase 17 associated with the IVR System and reporting global usage.

Also, in the shown embodiment, the IVR System 16 provides desired,complete data about emergency-cash transactions to participatinghome-bank-associated businesses on a regularly scheduled interval (e.g.,monthly) in the form of a MIS report. This information is used to assistin inquiries or investigations in the event of disputes and to monitorthe emergency cash activity globally. The MIS report includes thefollowing information for each market or country: the number oftransactions and dollar value by month and year to date, the averagedollar value per transaction, and percentages for number of transactionsand dollar values. The MIS report also includes a chart showing thenumber of transactions completed at each acquiring business mappedagainst the issuer business.

The Shared Central Network 22 also provides on-line access to operationsto monitor and assist in inquiries or investigations. The Network 22tracks all financial transactions, such as debits and settlement,regardless of the outcome (successful or failed), storing theinformation in its database 23, in order to evaluate the system'soperational efficiency.

Other embodiments may be employed to comply with country requirements orpractices. For example, if the home bank customer requests emergencycash from a foreign branch bank in Greece, the Emergency Cash RequestForm will be faxed from Greece to the acquiring business or to the homebank. Also, a different number besides a debit card number may be usedto identify the customer and the customer's account in, for example,Germany. The customer's ATM card number or other account or identifyingnumber may be used.

Preferably, the emergency-cash system described is accessible frombranch banks throughout the world 24-hours a day, seven days a week,each day of the year. Although constant operator support may not beneeded, reasonable global operator-support of the system is necessary.Preferably, home bank staff members trained to assist emergency-cashcalls are available 24-hours a day, seven days a week to answer callsfrom the IVR System and to interact with customers and foreign branchstaff if necessary. Also, preferably, the system described is accessiblevia a primary international telephone number, as well as a back-uptelephone number in the event the primary number is not functional. Thesystem may employ international toll-free tariffs where available.

The system provides for maintenance and monitoring. From time to time,system maintenance and upgrades will be necessary. They are scheduledand broadcast in advance to avoid negatively impacting the system andits availability. An operator interface (not shown) to the IVR System 16and other parts of the system is provided to monitor system activity andto monitor calls. The monitoring operator can assure that the system isfunctioning properly.

The system also provides for security and audit. The IVR System 16,Shared Central Network 22, and related databases 17, 23 and otherhardware are kept in physically secure facilities. Those who have accessto the emergency cash system comprising the IVR System, Shared CentralNetwork, and related databases are required to enter a log-onidentification and a password. An audit trail of all activities of theauthorized operator is recorded in a database. An audit trail includes arecord of all activities carried out within the system, the time atwhich such activities were carried out, and the log-on identification ofthe operator carrying out such activities.

Likewise, branch bank and home bank personnel with access to the systemmust input at least a log-on identification, and in an embodiment, botha log-on identification and a password. Audit trails of such personnelwho conduct activities within the emergency cash system are recorded ina database.

Also, an audit trail of all customer transactions, both successful andfailed, is recorded in a database 17. The audit trail of such customertransactions includes the identifying identification number of the staffmember who assisted, or attempted to assist, the customer.

Moreover, an embodiment of the invention includes a uniqueidentification number for all persons authorized to access the system.An embodiment also includes a unique identification number associatedwith all transaction points and logs carried out in the system. Suchidentification numbers are capable of identification and tracing.

An embodiment of the emergency cash system including the presentinvention provides for a substantial degree of automation in emergencycash situations, and compensating controls are introduced at the systemlevel to mitigate risks of security breaches, fraud, and similarmatters. In an embodiment, key steps in the process, such as customeridentification and authorization to give cash, are carried out by staff,and operational and process security controls are inserted to maintainsecurity, and to guard against fraud and theft. For example, in anembodiment emergency cash transactions carried out through the emergencycash system are subjected to transaction and daily amount limits.

An embodiment of the present invention provides for separating operationof the emergency cash system from home-bank operation, home-bankbusiness unit operation, and/or issuer operation. For example, in anembodiment of the present invention, separate personnel are employed tooperate the emergency cash system. In an embodiment, tasks carried outby emergency-cash-system staff-members include operating and maintainingthe emergency cash system, executing requests to enroll and updatebusiness information (e.g. telephone numbers), providing MIS informationrequired for investigations, and notifying users of down time and systemupgrades.

Businesses include business divisions, including debit-card issuingdivisions, within the home bank. In other embodiments, businessesinclude third-party debit-card and ATM card issuers and otherthird-party businesses. The tasks carried out by business staff membersinclude providing timely and accurate information relative toinformation kept on the emergency cash system's database(s), using theemergency cash system as the primary system, or system of choice, foremergency cash transactions, providing staff training to ensure properand efficient usage of emergency cash system resources, and similarfunctions. Moreover, in an embodiment of the invention, businessesparticipating in the emergency cash system provide phrases and suggestedphrases for professional voice recordings and inclusion in the IVRSystem 16 scripts.

An embodiment of the present invention includes back-up systems. Back-upsystems include maintaining the operation and existence of manualemergency cash procedures to use in the event the primary, automatedemergency cash procedures and system are unavailable.

In an embodiment of the present invention, the IVR System 16 runs onMicrosoft's NT 4.0 operating system and includes higher-densitytelephone boards. Preprogrammed language scripts are stored in adatabase associated with the IVR System 16. The system uses Microsoft'sVisual Basic 5.0 and Microsoft Access generic application developmentsoftware packages. Third-party vendor Pronexus' VBVoice and VBFaxinteractive voice response application generation software is used forvoice and fax session handling.

In an embodiment of the present invention, the IVR System 16 is apersonal computer (PC), including at least 132 MB RAM, a 160 MHZ Pentiumprocessor, two twelve-channel PIKA Voice cards, one 2-channel fax card,one UPS, one CD player, and one tape backup device. An embodimentincludes at least 24-line capacity for incoming and outgoing calls, andat least enough lines to provide a minimum 95% availability rate duringthe busiest hours of operation of the system. T1 lines are preferable,and an analog POT (plain old telephone) system may be employed in anembodiment.

Indeed, the IVR System 16 and the Network 22, and front-end 24 may beprocessors or computers capable of carrying out the steps and functionsdescribed herein. For example, they may be PCs, main-frame computers, orother, similar type of hardware including a processor.

An embodiment of the invention requires telephone equipment at two endsof the transaction: foreign branch bank and home bank. On the foreignbranch bank end, the equipment needed is a touch-tone telephone (speakeroptional), a facsimile machine, and the ability to handle internationalcalls on both the touch-tone telephone and the facsimile machine. On thehome bank side, it is preferred that a dedicated line be made availablefor incoming IVR System 16 calls associated with emergency cash. Thededicated line is separate from lines dedicated to regular home bankinbound calls. In the preferred embodiment, incoming IVR System 16 callsare not directed to ACD (automated call distributor) systems.Additionally, a fax machine is present at the home bank for transactionconfirmation purposes.

The embodiment shown employs ISO8583 messaging for communication betweenthe IVR System 16, the Shared Central Network 22, and the front-endsystem(s) 24. Such messaging is used for authorization and othermessages. Persons of ordinary skill in the art are familiar with ISO8583messaging as used in, for example, ATM transactions.

In an embodiment, all ISO messages generated by the IVR System 16 inrelation to the emergency-cash procedure contain a pre-designated stringin the S-104 (Transaction Description) field. For example, in theembodiment shown, the pre-designated string is “CGEC” (Citibank GlobalEmergency Cash). In one embodiment, this field is passed to the countryhosts for statement and rendition processing. In the embodiment shown,the “CGEC” string is the only element in the fields differing from aconventional ATM withdrawal. In other embodiments, other field elementsmay be altered.

Referring to FIG. 7, the emergency-cash system shown, including the IVRSystem 16, uses the ATM cash withdrawal message (0200) flow to obtainauthorization and to debit the customer's account. FIG. 7 shows the flowof a request (0200) and a response (0210). The corresponding reversalmessage is used to backout a transaction if required.

The messaging used in the present invention is like that used in ATMtransactions. For example, in an embodiment, the customer 10 is giventhe option to decline the transaction based on the (0210) system'sresponse to the customer's request. At this point, the customer 10 knowsexactly how much their account will be debited upon completing therequested transaction. One situation in which the customer 10 may wishto decline the transaction is if the customer 10 asks for a given amountof emergency cash in dispensing-currency units while not realizing theamount of home-bank currency, or customer-account currency, that thedispensing amount comprises. The customer 10 may realize that thecustomer 10 has requested too much currency. If the customer 10 declinesthe transaction, the IVR System 16 will send a 0420 Reversal to theCentral Network 22. The Central Network 22 routes the 0420 Reversalmessage to the issuing institution 24 in an “infinite re-try” mode.

As another example, the system provides for messaging in the event a FEP(front-end processor) is not working. In the shown embodiment, if thelink between a front-end 24 and the Central Network 22 is not working,or the front-end 24 is otherwise not communicating with the CentralNetwork 22 and the IVR System 16, the Central Network 22 returns aresponse code of ‘91’ to the IVR System 16. As described above, in suchan event, the IVR System communicates to the home bank staff member 20that the home bank staff member 20 should debit the customer's account160. The staff member 20 receives telephonic, automated-voicecommunication from the IVR System 16 that the home bank staff member 20should debit the customer's account 226, and initiates a debit of thecustomer's account 227.

As a further example, the system provides for handling of unauthorizedtransactions. In the shown embodiment, any response code other than ‘00’signals that the transaction has not been authorized by the issuinginstitution. Based on the rejection code, the transaction would have tobe completed manually, or redone (e.g., if a response code for“Insufficient funds” is returned, a transaction could be completed for alesser amount).

FIGS. 8-14 show the ISO messaging scheme of the system embodimentdiscussed herein. Other messaging schemes may be used, and theinformation shown in FIGS. 8-14 comprises examples of schemes that maybe used.

Only a limited set of ISO messages is generated by the IVR System 16that are expected to reach the issuing front-end system 24. Since theIVR System 16 shown handles only emergency-cash situations, onlycash-withdrawal messages are generated. In the embodiment shown, theother ISO messages generated by the IVR System 16, such asAdministrative (800) or Format Errors (620), do not go to the front-ends24 when sent by the IVR System 16. FIG. 8 shows ISO messages generatedby the IVR System 16. The table in FIG. 8 shows message set indicators,message descriptions, and information regarding the message.

In the embodiment shown, the IVR System 16 generates certain messages,communicates them to the Central Network 22, and these messages arecommunicated to a front-end system 24 by the Network 22. In anotherembodiment, the same or similar messages may be generated by the CentralNetwork 22 in response to communication from the IVR System 16.

FIGS. 9-12 show system message fields obtained by the IVR System 16. Thetable identifies ISO fields and describes how values are obtained by theIVR System 16. FIGS. 9A, 9B, and 9C show information related to the 0200Financial Transaction Request. The 0200 message comprises generally thebasic ATM cash withdrawal message. FIGS. 10A, 10B, and 10C showinformation related to the 0210 Financial Transaction Response,comprising a response sent to the Central Network 22 by a front-endsystem 24 in response to a 0200 Financial Transaction Request messagereceived by the front-end system 24.

FIGS. 11A and 11B show a 0420 Acquirer Reversal Advice message. The 0420message is a force-post message from the IVR System 16 to a front-end 24passed-through to the front-end 24 by the Central Network 22. The 0420message is generated by the IVR System 16 whenever certain conditionsexist. Those conditions include communication problems, customerdecline, or inability to confirm currency receipt by the customer (e.g.,when phone-line problems arise and the IVR System 16 cannot confirmwhether the customer received the currency that the IVR System 16approved). FIG. 12 shows a related 0430 Acquirer Reversal Responsemessage, generated in response to an 0420 message.

FIG. 13 shows sample content of an ISO 0200 message. The table shows theISO8583 element, the source, the source location, the template, variablelength information, and hypothetical message content from the UK. It isgiven as an example. Referring to FIG. 13, if the bit is not listed inthe left-most column (“ISO Element”), then the bit is not required bythe template used by the home bank or the foreign branch bank shownsystem, in this case the USA home bank and the UK branch bank.Abbreviations used in the table are as follows: RC-O (indicates that thedata is optional, and is a function of the template(s) used in anembodiment); RC-M (indicates that the value is mandatory in the shownembodiment, and is a function of the template(s) used); RC-Dbase Value(indicates that the value is expected to be available from the IVRSystem database 17 in relation to “client” information); RC-System Gen(indicates that the value will be generated by a IVR System 16application); and ISO VENDOR-Calculated (indicates that the value isprovided by an ISO vendor, a third-party provider of ISO messaging toolsfor the IVR System 16 shown).

FIGS. 14A, 14B, 14C, and 14D show a table of response code definitionscomprising expected response codes (P-39) for particular messages. Errorresponse codes returned from the front-end(s) 24 will impact customerflow such as requesting card number re-entry or dispensing-amountre-entry. The front-ends 24 will limit the error response codes returnedto the IVR System 16 due to the emergency nature and the pre-approvalprocessing by the home bank staff 20. An example of error response codesreduction is that the front-ends will not check for stolen cards basedon the secondary element 104 (S-104) containing “CGEC.” The IVR System16 is designed to handle any response code returned by the front-endsystems in the event they are returned.

Essentially, all non-zero response codes are handled as a transactionrejection except where noted (e.g., insufficient funds). FIGS. 14A, 14B,14C, and 14D show a listing of the Response Codes, including CashWithdrawal Response (210) Response Codes and Cash Withdrawal ReversalReason Codes.

In the case of a “generic reject” based on the Response Codes receivedby the IVR System 16, the IVR System 16 will not give the Response Codesor the reason for the rejection to the home bank staff members 20 or theforeign branch staff members 12. The IVR System 16 will attempt toobtain an on-line authorization where possible for certain ResponseCodes indicated below, and for all other Response Codes, the requestwill be declined (overruling the home bank staff member 20).

The front-end system 24 may be configured in a variety of ways. If adebit card has been reported as lost or stolen, the Emergency CashProduct Code, “CGEC,” provided by the Central Network 22 in ISO ElementS-104 is used as a flat to “by-pass” the status check process by thebusiness FEPs (front-end processors) and hosts. The risk of fraud orloss is lessened, as the home bank staff member 20 has in effectauthorized the debit prior to the IVR System 16 sending the debitinginformation on-line to cause the on-line debit.

Security features are employed by the emergency cash system. Forexample, a static-key encryption between the Central Network 22 and theIVR System may be used. The ANSI 9.8 encryption algorithm is one exampleof encryption means that may be used. Another example, is that thefront-end system(s) check for emergency cash withdrawal amount limits.In the embodiment shown, limits of US $1,000 and US $2,000 for twolevels of debit card customers are used, but any amount may be set, andthey may be altered. Also, the Central Network 22 will hold a copy of anoutbound message in a database for at least one hour.

Moreover, in the shown embodiment, a dummy PIN is used by the IVR System16 in carrying out emergency cash transactions by using a dummy PIN tofill the data communication space in which the Central Network 22 andthe front-end system of the issuing business 24 expect to receive a PINnumber. The transaction embodiment described in detail herein is a“PIN-less” transaction. That is, in the usual application thereof, thecustomer 10 has lost the customer's debit card, and the customer hasbeen identified and validated by the home bank staff 20 by asking, forexample, the customer's mother's maiden name. Such a “PIN-less”transaction avoids having the customer input the customer's PIN numberover the telephone. Such avoidance improves security for the customer'saccount.

Embodiments according to the present invention also provide for stand-inprocessing. In stand-in processing, one system is given the authority toauthorize a transaction without getting an explicit approval oracknowledgment from the relevant host system. For example, in oneembodiment, the Shared Central Network 22 is given stand-in processingauthority by the issuer associated with the front-end 24. The Network 22is given authority by the issuer to authorize transactions up to acertain currency amount, e.g., $400, if the Network 22 is unable tocommunicate with the front-end 24. After the Shared Network 22 receivesdebit information from the IVR system 16, and discovers that it cannotcommunicate with the front-end, if the debit or transaction request isless than $400, the Network 22 approves the transaction, allowing theprocess of dispensing currency to the customer 10 to proceed. TheNetwork 22 stores the transaction data in its associated database 23 andcommunicates the transaction at a later time to the front end 24. Inanother embodiment, the IVR System 16 performs the stand-in processing,rather than the Central Network 22. Essentially, the IVR System 16,Central Network 22, or other system or staff member “stands in” theplace of the issuer for authorization purposes for a limited, definedtransaction set.

The embodiment shown describes a system and method in which banks in twocountries, the United States and Japan, participate. Moreover, itdescribes the accounts 26 as including two settlement accounts, one forthe foreign branch bank in Japan and one for the home bank business inthe United States. Those of ordinary skill in the art will recognizethat the system and method may include multiple banks in many countriesas participants, and that the accounts 26 may include more than twosettlement accounts, e.g., one for each participating business or bank.

Various embodiments of the invention have been described in fulfillmentof the various objects of the invention. It should be recognized thatthese embodiments are merely illustrative of the principles of thepresent invention. Numerous modifications and adaptations thereof willbe readily apparent to those skilled in the art without departing fromthe spirit and scope of the present invention.

What is claimed is:
 1. A method comprising: receiving, by an interactivevoice response computer, a request from a caller at acurrency-dispensing entity for the financial transaction by a caller'sbank comprising dispensing of a currency by the currency-dispensingentity to the caller; identifying, by the interactive voice responsecomputer, the caller by receiving and confirming touch-tone signalsinput by the caller to the interactive voice response computer;calculating, by the interactive voice response computer, an amount of acurrency associated with the caller to be approved for dispensing to thecaller by the caller's bank based at least in part on a current rate ofexchange between the currency associated with the caller and a requestedcurrency associated with the currency-dispensing entity; in response toreceiving by the interactive voice response computer in real time astand-in authorization message from a central network configured togenerate the stand-in authorization message without an approval from thecaller's bank, the authorization message indicating an approval fordispensing the amount of currency associated with the caller:communicating, by the interactive voice response computer in real time,to the currency-dispensing entity one or more messages, wherein the oneor more messages include the amount of currency approved for dispensingto the caller in the requested currency associated with thecurrency-dispensing entity, and wherein the one or more messages includean indication that the amount of currency approved for dispensing is aspecial emergency currency approved by the caller's bank; andautomatically initiating, by the interactive voice response computer, asettlement of the financial transaction comprising communicating anapproval by the currency-dispensing entity of the financial transactionto the caller's bank, and debiting of a caller's account in the currencyassociated with the caller, and crediting an account of the caller inthe requested currency associated with the currency-dispensing entity.2. The method of claim 1, further comprising receiving an identificationof the currency-dispensing entity.
 3. The method of claim 1, furthercomprising receiving an identification of a caller language andthereafter prompting the caller in the identified language.
 4. Themethod of claim 1, further comprising receiving an identification of thecaller and the caller's bank.
 5. The method of claim 1, furthercomprising bridging the caller to the caller's bank.
 6. The method ofclaim 1, wherein calculating the amount of currency to be approved fordispensing to the caller further comprises calculating the amount ofcurrency based at least in part on a check of the caller's accountbalance.
 7. The method of claim 1, wherein automatically initiating thedebit of the account of the caller comprises automatic communicationwith the account of the caller.
 8. The method of claim 7, whereinautomatically initiating the debit of the caller's account furthercomprises communicating with an issuer.
 9. The method of claim 8,wherein automatically initiating the debit of the caller's accountfurther comprises forwarding a debit message to the issuer.
 10. Themethod of claim 9, wherein forwarding the debit message to the issuerfurther comprises forwarding the debit message to a business unit of thecaller's bank.
 11. The method of claim 10, wherein forwarding the debitmessage to the business unit of the caller's bank further comprisesforwarding a cash withdrawal message to the business unit of thecaller's bank.